About the job
CRM Voice AI builds autonomous voice agents for customer service that resolve customer interactions end-to-end and drive significant value for the business. We're a team inside ServiceNow's CRM business unit, shipping production voice AI with enterprise customers today and scaling aggressively. Our agents run on a real-time streaming pipeline with best-in-class ASR, TTS, and LLM orchestration, integrated into the same platform where many of our customers already manage their front, middle, and back-office workflows. For those that don't, the voice agent is often the tip of the spear that brings them in. We compete directly against well-funded AI startups and CCaaS incumbents, and we're winning.
How We Work:
We work in pods - small, dedicated teams embedded with a single enterprise customer, building their voice agents from first call to self-sufficiency. A pod owns the full lifecycle: agent shadowing, conversation design, build, production go-live, and the handoff that makes the customer self-sufficient so the pod can move on to the next one. Each pod pairs forward-deployed engineers with a product manager who owns both the customer outcome and the product learning that comes from it.
Every PM on this team runs at least one pod directly and has visibility across others. You're in the customer's world - on their calls, in their systems, solving their problems - while simultaneously shaping what the product becomes. The learnings from your pods feed directly into the platform roadmap and into repeatable, productized assets that scale beyond any single customer.
Responsibilities
Run one pod directly - one of our most complex customer engagements - and float across two others, providing product direction and unblocking teams
Focus on the conversational experience itself: dialog quality, turn-taking, interruption handling, barge-in behavior, and endpointing
Collaborate directly with the platform voice team on voice pipeline innovation and low-latency infrastructure
Participate in stack decisions about real-time streaming, LLM orchestration, or voice-to-voice model integration using production customer data and real-world edge cases
Own an industry vertical, evaluating which patterns, intents, and conversation flows can be productized into out-of-the-box voice content
Qualifications
Minimum
12+ years of product management experience, with recent hands-on work shipping voice AI or conversational AI products
Fluency with the voice stack: ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, turn-taking
Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms
Experience working directly with enterprise customers on technical deployments
Strong opinions on what makes a voice conversation feel human, backed by experience building or evaluating conversational systems
Technical depth in LLM orchestration for real-time conversational use cases
Preferred
A track record of productizing customer-specific solutions into repeatable, industry-level assets
Industry expertise in verticals with high contact center volume: telecommunications, financial services, travel, healthcare
Experience defining voice-specific evaluations such as task completion, latency, transcription accuracy, and conversational quality